We know that in many cases, when we install FixMyStreet Pro for a new council, we’re bringing not only a smooth reporting interface for residents, but also a better day-to-day experience for staff. In the case of Peterborough City Council, that was very much the case.
A very manual process
Peterborough had been using a stopgap solution for street reports, after the service they had been using ceased to exist. So, for some time, residents had been asked to make their reports through basic online forms. Not too onerous, but clunky enough.
The real pain point was mostly experienced, however, by council personnel. Customer services staff had the job of manually transferring the details from a spreadsheet and into the council’s Confirm CRM, where highways inspectors could pick up the reports and act upon them.
Then, once an issue had been resolved, inspectors manually updated another spreadsheet to let the customer service centre know of the status change, in case the report-maker called for an update.
There was no automated means by which a user could be updated with progress on reports, or told when it had been fixed.
So in short, FixMyStreet Pro will be making life easier all round, for staff and for residents. Plus the easier internal workflow should save a substantial amount of time and money, while keeping citizens engaged and informed every step of the way.
Councillor Farooq Mohammed said, “The introduction of FixMyStreet has brought in significant improvements to the services PCC provide to its residents. FixMyStreet not only brings efficiencies to various service departments, it is very user friendly and easy to use for our residents. This improves the response time to our residents.”
And Peterborough’s ICT Project Manager Jason Dalby added, “mySociety fully understood the challenges we face as a local authority and very quickly turned our requirements into an automated fault reporting system with integration into our Highways back office Confirm system, improving our efficiency by eliminating manual data entry.
“We are proud to be partners with mySociety and continue to work closely with them to improve Fix My Street for our mutual benefit”.
We’ll continue working with the council over the next few months on their other service areas too, so watch this space.